CBA Cuts Customer Service Jobs, Shifts to AI Chatbot Support
Australia’s largest bank, Commonwealth Bank (CBA), has replaced 90 customer call centre positions with an artificial intelligence (AI) voice bot system. This move affects 45 roles specifically within direct banking. The AI chatbot now handles inbound customer inquiries, automating simple questions and freeing up human staff to manage more complex issues.
Bank’s Position on AI Integration
A CBA spokesperson explained that investing in AI technology helps customers get quicker support, especially through call centres. By automating routine queries, staff can focus on cases that require empathy and problem-solving skills. The bank is also aiming to redeploy affected employees where possible and promises to treat impacted workers with care and respect during the transition.
Union Response and Worker Concerns
Julia Angrisano, national secretary of the Finance Sector Union, criticised the job cuts. She pointed out that employees want to work with technology, not be replaced by it. “Our members want training and support to move into better roles that use AI,” she said. Instead, the union sees CBA’s approach as discarding workers through redundancies and offshoring.
Angrisano also questioned the bank’s CEO Matt Comyn’s commitment to productivity and policy reform, suggesting that the move prioritizes shareholder profits over workforce development.
What This Means for Customer Support Professionals
- AI is increasingly handling routine customer interactions, which means human agents will focus on complex and sensitive issues.
- There’s a growing need for customer support workers to upskill, particularly in AI and automation technologies.
- Workers should seek opportunities to learn how to work alongside AI tools rather than compete with them.
If you’re in customer support and want to adapt to this shift, consider exploring AI training courses designed for your role. Gaining skills in AI interaction and automation will help you stay relevant and valuable in the evolving job market.
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